Customer Service

How to return an online order

Before confirming your purchase El Naturalista strongly advises you to observe and check the sizes chart available in the section â€śHow to buyâ€ť and included in each model profile.

If you are not satisfied with your purchase on arrival you have fourteen (14) days starting from the delivery date to return or exchange the article.

Steps you should follow to make a return of your purchase:

1. Access www.elnaturalista.com and login.2. Once logged inside your private area, please access the menu "My Orders".3. Inside the orders list, please seek the order you want to make the return and click the button "Return items".4. Select the product you want to return within the order.5. Select return cause within the pull-down menu.6. Select the type of return: money refund or change for another size or color. If the return is a size change or color change, please select the model you want to make the change from the pull-down menu that appears on the screen when selecting the option.7. Click on the button "Confirm Return".8. You started the return process! Wait for the confirmation email; it will explain all the steps.

Return terms and conditions:

- The product must not have been used.

- The pick-up and delivery costs of returns for reasons other than manufacturing defects (e.g.: "I don't like them", "I prefer a different colour", "I ordered the wrong size", etc.) will ALWAYS be paid by the customer, never by El Naturalista.

- The product must be returned within 14 days in the same condition as it was delivered, in the original box and with the original labels, to the following address: Return address:

How can I cancel a confirmed order?

You may cancel your order by contacting our Client Service Department provided the order has not been dispatched from our warehouse. If the order has been dispatched it cannot be cancelled. Please keep in mind that orders are dispatched on the first working day following the purchase date.

How can I present a claim?

If you need to file a claim regarding your shoes, please contact the store where you purchased them. The store will contact us, and together we will work to resolve the problem.

Given our distribution system, we handle customer claims through the shops in order to give you the best personal assistance.

I need to file a claim but I cannot got to the store, How can I do it?

Taking into consideration the fact that you are not able to contact them, we exceptionally will try to help you.

Please kindly send us one mail to info@elnaturalista.com including the following essential data (imperative requirements to be able to help you)

1. Your full name, address and telephone number. 2. The copy of the invoice or receipt. 3. The article, color and size. 4. A photograph clearly evidencing the defect.

Important Note: El Naturalista only accept claims for defects productive, never overuse, misuse or alteration.

How long do I have to return or change an article purchased online?

Fourteen (14) days from the delivery date. It must be sent in the same conditions as it was received, with the original box and tickets.

Can I return my order and get a refund?

Yes, you can return the order, providing a return request is made within 14 days of receiving it.

What if I ask for a change of size and this is not available?

If you return your order and we do not have the new size requested, we will contact you to let you know and refund payment of the product.

Reasons for which a return can be rejected:

- If the shoes have been worn. Unless obviously defective, no shoes which have been worn can be returned.

- If the returns deadline period has passed, El Naturalista can refuse to accept the returned product; whereupon it will be sent back to the customer. This process may take up to 2 weeks, depending on the country of origin.

Is it possible to change one model for a different one?

It is not possible to change for a different model. If you have purchased a model and want to change it for a different one, you must first return the item then purchase new one you want.

When will I receive the refund payment for my online order?

If you return your online purchase via the web page, we will check the goods and the reasons for the return when we receive your order in our warehouse. Once approved, we will make the payment and you will receive the amount in your account within 10 working days (Monday to Friday) of the product being received in our warehouse.

Payment will be made via the same payment method as the original purchase. It will be appear in your account within 3-5 days of being processed.

Can I change the size of a model purchased at the online store?

We recommend you check the list of available sizes in our "how to buy" section or the page for the model at El Naturalista before ordering. We want all our customers to be completely satisfied.

If the new size requested is available, you may change from the old one, providing this is done within 14 days of receiving the order. After this period, El Naturalista will not be obliged to make the change.

The cost of returning any product for a change in size will be borne by the customer, as this is not considered a failure in making the shoes.

Is it possible to change the colour of a model bought in the online store?

If the new colour requested is available, it is possible to change from the old one, providing this is done within 14 days of receiving the order. After this period, El Naturalista will not be obliged to make the change.